MATHIEU STANIULIS
DESJARDINS
it easily and instantly. But they can also schedule meetings, call an advisor, or get support directly through their mobile device while doing transactions.”
MATHIEU STANIULIS
TITLE: VICE-PRESIDENT PRODUCTS, SOLUTIONS AND DIGITAL PLATFORMS AND PERSONAL SERVICES CHIEF TRANSFORMATION OFFICER
Holding an MBA, Mathieu Staniulis has held various executive management positions within the Desjardins Group in the fields of contact centers, web, strategy and products. He is now responsible for products, platforms and channels experience and acts as the Chief transformation officer for the transformation of Desjardins’ s Personal services.
In 2016, he won the prestigious international“ PMI Award for Project Excellence” for the redesign of online services. In 2010, he founded the Desjardins Junior Executives network to develop the leadership of the company’ s 500 managers aged 35 and under.
Redesigning the customer journey Canadian banking customers have fundamentally changed their interaction patterns with financial institutions over the past five years. Where branch visits once dominated service delivery, digital channels now process the vast majority of routine transactions.
Customer expectations, meanwhile, extend beyond just banking capabilities to demand seamless integration between digital services and personal advice.
Mobile applications must now support complex financial decisions while maintaining access to expert guidance when needed.
These changing expectations have pushed Desjardins to reimagine service delivery across all channels. Research conducted by the co-operative in 2021 revealed member demand for 50 % of product acquisition to occur through digital channels.
At that time, digital sales represented 25 % of transactions, including account opening, credit cards, savings products and mortgage renewals. The institution has since increased this figure by 15 percentage points, driven by systematic improvements in online service delivery.
“ We quickly realised that redesigning a journey isn’ t only about the digital experience – we also need modern systems,” says Mathieu.
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